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Returning an item with eBay hassle-free returns
In this article
In this article


You can use the eBay hassle-free returns to return some items you purchased on eBay. If you used same day delivery or free in-store pickup when you purchased your item, return the item directly to the store you purchased it from.

Here's what to expect when you need to return an item with hassle-free returns and would like a refund or replacement.

Returning an item

  1. Find the item in My eBay and select Return this item from the More actions drop-down menu.

  2. Select the reason for the return. If the item isn't eligible to be returned using eBay hassle-free returns, we'll ask you to contact the seller directly.

  3. If the item is eligible to be returned using hassle-free returns, we'll provide a return shipping label and packing slip. If a shipping label isn't available for the item, we'll ask you to contact the seller about alternative shipping arrangements.

  4. Pack the item carefully. Include the packing slip, apply the shipping label, and send the item back to the seller. Drop off the package at the post office or schedule a pickup with the US Postal Service. Return the item within 5 business days* of starting return.

  5. Track the status of the returned item in the Purchase history section of My eBay. Find the returned item and click View return details from the More actions drop-down menu.

  6. If you're requesting a refund, the seller will issue it to you within 6 business days after receiving the item. If you're requesting a replacement item, the seller will ship it to you within 5 business days of the date you start the return.

*Business days are weekdays—Monday through Friday. Saturdays, Sundays, and major US holidays aren't business days.

Eligibility

If the seller is using eBay hassle-free returns, you can use it to return an item if:

  • The seller listed the item on eBay.com

  • You want a full refund or replacement item, not a partial refund or exchange

  • You paid for the item with PayPal

  • Both the seller's return address and your address are in the US.

  • The seller listed the item in a category covered by the eBay Money Back Guarantee

  • You haven't opened an eBay Money Back Guarantee or PayPal Purchase Protection case, or requested a chargeback on the credit card associated with your PayPal account.

  • We haven't suspended you from using eBay hassle-free returns

Things to keep in mind:

  • Follow all return time frames.

  • Start a return by the time specified in the Return policy section of the listing.

  • Ship the item back to the seller within 5 business days of starting the return when returning an item for a refund.

  • Ship the item back to the seller within 5 business days of starting the return when returning an item for a replacement. We'll start sending you reminders if you haven't returned the item after 5 business days. If you haven't sent the item back after 30 days, we charge you for the second item.

  • Make sure that you're returning the item in the same condition as you received it. See the item condition policy for returns for more information.

Return shipping charges

Either you or the seller is responsible for return shipping charges, depending on the seller's return policy and the reason for the return. In most cases, sellers require that buyers pay for return shipping, but some sellers offer free return shipping—check the Return policy section of the listing. If you're returning an item because it isn't as described in the listing, the seller is responsible for return shipping charges. 

When you're responsible for return shipping charges, we charge your PayPal account if you ship the item using our shipping label. The first time you use eBay hassle-free returns and you're responsible for return shipping charges, we ask you to accept a billing agreement to authorize payment for these kinds of charges. 

When you want to return an item using alternative shipping arrangements and the seller is responsible for the return shipping charges, contact the seller to agree on the service and cost before returning the item.

Return shipping charges when using eBay shipping labels

Returns are shipped using USPS Parcel Select, First-Class, or Priority Mail—whichever is the most appropriate for the cost, package weight, and delivery time. In some instances, return shipping charges may not be based on the actual weight of the package, but an estimate.

Return shipping charges are based on rates negotiated with USPS. These charges may differ from actual rates to ship an item and are subject to change.

Package weight

Shipping service

Shipping charges

5 ounces or under

USPS First-Class Mail

$2.60

Over 5 ounces, up to 12 ounces

USPS First-Class Mail

$3.05

Over 12 ounces, up to 1 pound

USPS First-Class Mail

$4.70

Over 1 pound, up to 5 pounds

USPS Priority Mail

$8.00

Over 5 pounds, up to 10 pounds

USPS Parcel Select

$14.00

Over 10 pounds, up to 20 pounds

USPS Parcel Select

$25.70

Over 20 pounds, up to 30 pounds

USPS Parcel Select

$36.00

Over 30 pounds, up to 40 pounds

USPS Parcel Select

$43.60

Over 40 pounds, up to 70 pounds

USPS Parcel Select

$57.00

Unknown weight

USPS Priority Mail

$14.00

Refunds

Refunds are automatically adjusted for any applicable restocking fees or shipping charges.

When the item isn't as described: 

If you return an item because it's not as described in the listing, arrives damaged, or is missing parts, then your refund is:

Total purchase price plus original shipping equals total refund

In these situations, the seller can't charge a restocking fee and the seller pays for the return shipping charges.

All other returns:

If you return an item for any other reason, including if you've changed your mind about a purchase, the seller keeps any restocking fee specified in the listing Return policy.

In these situations, your original shipping charge usually isn't refunded. Check the listing Return policy for specifics on shipping charges. You also may pay the return shipping charges.

For this type of return, in most cases your refund is the total purchase price, including item cost, sales tax and other charges, less:

  • Original shipping (unless specified otherwise in the listing Return Policy)

  • Restocking fee (if specified in the listing Return Policy)

  • Return shipping (if specified in the listing Return Policy)

When a return becomes an eBay Money Back Guarantee case

If a seller doesn't issue a refund within 6 business days after receiving a returned item, you can open a case through the eBay Money Back Guarantee. You have 10 business days to open a case after a seller's time to issue a refund (6 business days) has passed.

If you use alternative shipping arrangements, return shipping charges will not be included in any eBay Money Back Guarantee refunds, even if seller agreed to pay return shipping charges.

Replacements

Some sellers may offer you the option of returning an item for a replacement instead of refund. A replacement is an item that is exactly the same as the original item. Exchanges—for a different size or color, for example—are not supported by the return process.

You can request a replacement if:

  • The seller offers replacements in the listing Return policy.

  • The item arrives and isn't as described in the listing, such as with a damaged part, or the item is defective in some way.

  • You are returning the original item and will be getting the exact same item as a replacement.

  • The total refund value of the original item is less than $250.00.

Things to keep in mind when requesting a replacement:

  • If you're requesting a replacement because the item wasn't as described in the listing, such as with a damaged part, the seller is responsible for the return shipping charges. See Return shipping charges.

  • If you're unable to return the item because it's unsafe to ship (such as a ruptured and leaking battery) or broken beyond repair, you'll need to open a case in the Resolution Center.

  • The seller will ship the replacement to you within 5 business days of the start of the return process. You can track the progress of your replacement item in the Purchase history section of My eBay. Find the returned item and click View return details from the More actions drop-down menu.

  • Ship the item back to the seller within 5 business days of starting the return process. We'll start sending you reminders if you haven't returned the item after 5 business days.

  • If you don't ship the original back to the seller within 30 days, you'll be charged for the replacement item.

  • If you send the original item back to the seller, and the seller doesn't send a replacement, the return will be treated as a refund.

When a request for a replacement becomes an eBay Money Back Guarantee case

  • If you would like to open a case, you'll have 14 days from either the day the replacement was delivered to you, or the day the original was returned to the seller– whichever is latest.

  • If you use alternative shipping arrangements, return shipping charges will not be included in any eBay Money Back Guarantee refunds, even if seller agreed to pay return shipping charges.

Alternative return shipping arrangements

You may need to use alternative shipping arrangements when:   

Insurance isn't available for return shipments. If either you or the seller prefers that an item be returned with insurance, purchase your own return postage instead of using the return label provided.
Each return is allowed one return package. If multiple packages are required to ship a return, you'll need to make alternate shipping arrangements for the remaining packages.
A return label is only available for items within the USPS size and weight guidelines for the shipping service that's used.
If the package is outside of USPS guidelines, you'll need to make alternative shipping arrangements.
A return shipping label isn't available if the expected shipping charges exceed the expected refund or the refund value of a replacement.
Contact the seller to agree on alternative shipping arrangements or, in the case of local pick up, a way of getting the item back to seller safely.

When the seller is responsible for return shipping charges and alternative shipping arrangements are needed, contact the seller to agree on the service and cost before sending the item. Make sure to include the packing slip, tracking, and for items valued at or more than $750, delivery confirmation.

When using alternative shipping arrangements, either you or the seller pays for return shipping charges as outlined above.

Resolving problems

If you've missed the deadline to start a return, it's up to the seller whether or not to accept a late return. Contact the seller for more information. (Use Messages in My eBay when contacting the seller to keep a record of your conversation.)
If 6 business days have passed since you started a return for a refund, and you haven't sent the item yet, contact the seller to see whether they're still willing to accept your return. (Use Messages in My eBay when contacting the seller to keep a record of your conversation.)
You can follow the status of your return—we'll show you tracking details for the return package, let you know when the item has been delivered to the seller, and when you can expect your refund.
If it's been 6 business days since the return was delivered to the seller and no refund has been issued, you can open a case.
Important: If you shipped the item later than the required time frame, the seller isn't required to issue a refund.
The return process doesn't allow for exchanges, for instance, for an item in a different size or color. We recommend that you either return the original item and then place a new order, or that you contact the seller directly.
You can return clothing that doesn't fit for a refund as long as it's in the same condition as when you received it and follows the Item condition policy for returns. However, the return process doesn't allow for exchanges, for instance, for a different size or color.
If you'd like to exchange the item for a different size or color, we recommend that you either return the original item and then place a new order, or that you contact the seller directly.
If your return doesn't follow the item condition policy, the seller isn't required to issue a refund.
You can follow the status of both your return and the replacement item. We'll show you tracking details for both the returned item and the seller's replacement, and let you know when the item has been delivered to the seller and when the replacement has been shipped.
If 5 business days have passed since you started the return and the seller hasn't shipped the replacement item to you, the return will be treated as a refund.
If you find that there's an issue with your transaction after starting a return, you may not be able to open a case right away. This may be to allow extra time for a return to be delivered or for a seller to issue a refund. After sufficient time has passed, you'll be able to open a case.
Sellers can deduct a restocking fee for returned items. Any restocking fees are clearly stated in the Return policy section of the listing.
We typically allow a little extra time for delivery. After sufficient time has passed, and the seller still hasn't received your returned item, you can open a case and we'll look into the matter.
In most cases, your return will be handled quickly and easily. However, there are a few instances where you'll need to open a case instead of using hassle-free returns:
  • You're unable to return the item because it's unsafe to ship (such as a ruptured and leaking battery) or broken beyond repair.

  • You've already returned the item, but you and the seller aren't able to resolve a problem.

  • You've received a replacement, but you and the seller still aren't able to resolve a problem.

You can open a case in the Resolution Center.
A returned item must meet the item condition policy for returns—or be returned in the same condition as when it was received.
If the returned item does meet these requirements and the seller still refuses the refund, you can open a case, and we'll review the details of the return.
For each transaction with a seller using the eBay returns process, you have one opportunity to return an item or multiple items, depending on the listing:
  • Lots, sets, and bundled items

    You have one opportunity to return the entire quantity of the sale. For example, you buy a 5-piece place setting of dinner ware, which includes a teacup, saucer, dinner plate, salad plate, and a bread plate.

    You have one opportunity to return the entire 5-piece place setting. You can't return a few pieces of the place setting, for instance, just the teacup and saucer. (To return one item of a set, contact the seller.)

  • Multi-quantity listings

    You have one opportunity to return any quantity of purchased items. For example, you buy T-shirts, and in the listing you select a quantity of 5.

    You can return any quantity of the 5 T-shirts, but you only have one opportunity to return items. For instance, if you return 2 of the 5 T-shirts, you can't return the remaining 3 later.

  • Items from multiple listings from the same seller

    You have one opportunity to return each item individually. For example, you buy 3 books from a single seller. Each book was listed individually, but you paid for the books in a single step with eBay checkout.

    Each book needs to be returned individually.

In some cases, before you can print the shipping label for your return, we may need to verify a few details. The label will be printable within 2 business days.
If a seller doesn't want an item returned, you and the seller need to agree on a resolution. For example, a seller may offer a refund without needing the item back.
If you and the seller can't come to an agreement, open a case.
Not all items are eligible to be returned through the return process. Check the seller's return policy. You may still be able to return an item, but you'll need to contact the seller for details.
You can reprint a return shipping label, but you can only use one label. 
If a return requires multiple packages, you need to make alternate shipping arrangements for either the remaining packages or for all of the packages.
If you start a return but decide to keep the item, you don't need to take any action.
If you think an item may be lost in the mail, open a case and we'll look into it.
Return the item directly to the store you purchased it from for a refund, according to the store's return policy. If you used eBay Now delivery, your delivery fee won't be refunded.
To open a case:
  1. From the Purchase History section of My eBay, find the returned item

  2. Click View return details from the More actions drop-down menu

  3. Click the Open a case button.

    You have 10 business days to open a case after a seller's time to issue a refund (6 business days) has passed.

Misuse of eBay hassle-free returns

Many problems are misunderstandings that can be worked out when buyers and sellers talk to each other—but occasionally, you may not be able to resolve a problem with the seller. In these instances, open a case.

If we determine that a buyer has abused eBay hassle-free returns or the eBay Money Back Guarantee, the buyer may be subject to a range of actions, including limits on buying and selling privileges and account suspension. Examples include:

  • Selecting an inaccurate reason for return.

  • Disregarding item conditions required for return.

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